Shipping, Delivery, Returns and Customer Service

Where do you ship?

At this time, we only ship within the United States, including Hawaii, Alaska and Puerto Rico, as well as post office boxes, APO/FPO addresses and internationally to Canada.

Do you ship to freight forwarders?

Pause does not ship to freight forwarder addresses.  We reserve the right to cancel all orders shipping to a freight forwarder.

What are your shipping costs & delivery times?

Orders received by 1:00 p.m. EST are processed the same day. Orders placed after 1:00 p.m. EST, on Saturday, Sunday, or on holidays will be processed the following business day. Items that are considered restricted items (ie: Hot Flash Cooling Mist) cannot ship via 2-day or Overnight per DOT regulations and must ship via ground transportation only. Should there be a delay for any reason, we will contact you.

Shipping Method


Average Delivery Time (including processing time)

Standard Ground Shipping (US Only)


4 business days

Standard Ground Shipping (Canada)


5-8 business days

USPS Priority (US Only)


3-5 business days

2-Day Shipping (US Only)


3 - 4 business days

2-Day Shipping (Canada)

$14.50 3-4 business days

1-Day Shipping (US Only)


2 - 3 business days

Priority Shipping (Canada)


2-3 business days

eGift Cards



If your order contains a restricted hazardous item (ie: Hot Flash Cooling Mist), it will ship ground (2-8 days total delivery time). 

Pause offers FREE STANDARD GROUND SHIPPING on all U.S. merchandise orders - no promotion code needed. Select items considered hazardous materials are restricted and must be shipped with Ground Service.

For shipments to Hawaii, Alaska, and Puerto Rico we offer USPS (Priority), 2 Day and 1 Day shipping services. Orders $50 and over will be shipped free of charge with USPS Priority. We regret that we are unable to ship restricted hazardous items to Hawaii, Alaska, or Puerto Rico.

P.O. Box

If you are shipping to a U.S. P.O. Box, we offer USPS Priority free on orders $50 and over. If your shipment contains restricted hazardous items, you must use USPS Ground (Parcel Post).

International Shipping

At this time, we are only able to ship internationally to Canada.

An order placed on from another country will be automatically canceled. If you have any questions or concerns, please contact customer service at either or 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST.

APO/FPO/DPO Military Addresses

All shipments to APO, FPO, and DPO addresses are sent via USPS Priority. Due to military handling time, delivery to some destinations may take up to 21 days.

For additional restrictions to APO, FPO, and DPO addresses (See Restricted Hazardous Items).

Restricted Hazardous Items

Certain items are considered hazmat or hazardous materials, which include aerosols and alcohol-based products (e.g., Hot Flash Cooling Mist) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. For these shipments, we recommend standard ground shipping. For P.O. Box addresses, USPS Priority is the only shipping method available. Regrettably, these items cannot be shipped to Alaska, Hawaii, or Puerto Rico.

Business Days & Holidays

All orders process and ship Monday - Friday, excluding federal holidays. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution centers on weekends or the following US holidays:

  • New Year’s Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Christmas

Once I place my order, can I change the delivery address?

If you have made an error entering your shipping address or need to make a change, please contact us as soon as possible at or via phone at 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST. We will make every effort to ensure the correct delivery of your order. 

Where's my package?

Once an order has shipped, you will receive an email with tracking information in order to easily track your package. If you have not received a shipping confirmation email within a few days of placing your order, please check your “spam” folder.

If you believe your package is missing, we will start a trace with the carrier and take the required follow-up steps. This process takes approximately 2-3 business days. We cannot replace packages until they have been confirmed missing.

What if my package arrives damaged?

If your package was damaged during shipment, save the box and merchandise and notify us immediately at or via phone at 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST. We will arrange for the shipping carrier to pick up and inspect the damaged package.  Once the damage has been confirmed by customer service, we will immediately replace the damaged items.

What is your return policy?

We want you to love your Pause purchase, so if you are not totally satisfied, please send an email to or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST within 30 days of your purchase, and we will provide return instructions and mailing information. We will be happy to remit your account for the full amount of your purchase, minus shipping. If the product is unopened, we will happily exchange it for another Pause product, refunding or charging the difference. Shipping fees are non-refundable. 

All items purchased directly from may be accepted for a return. If you purchased a Pause product from one of our authorized retailers, please contact them for assistance. 

Can I exchange a product?

If the product is unopened, we will happily exchange it for another Pause product, refunding or charging the difference. Please send an email to or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST and we will provide exchange instructions and mailing information.

Can I return a gift?

If you would like to return a gift that was shipped directly to you, we can provide a gift credit for the value of your return.  Please send an email to or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST and we will provide return instructions and mailing information.

How do I start a return?

We are sorry you didn’t absolutely love your Pause purchase. Please contact our customer service team at or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST in order to start the return process.

Do I have to pay return shipping costs?

We’re sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your items. We recommend that if you are shipping an item over $50 that you use a shipping service with reliable tracking or insurance. If a return item is lost in the shipment back, we cannot issue a refund.

When will I receive my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

I think my refund is late or didn’t get processed, what do I do?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST.

Can I return discounted or promotional items?

Only full-priced items may be refunded. Unfortunately, we do not issue refunds on discounted items.

What are your Customer Service hours and how do I reach them?

The Pause customer service team can be reached via email at or by phone at 1-844-pausewa (1-844-728-7392) during the business hours of Mon-Fri 8:30am – 5:30pm EST.